Entering the Employee Work Areas (SAP Library - Managing Workforce within Interaction Center)

Entering the Employee Work Areas

Use

You enter the employee work area (that is, job) assignments and view the employee’s qualifications on the Employee Maintenance: Work Areas and Qualifications page.

Procedure

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1. When logged into the Interaction Center Manager’s Portal, select Workforce Management ® Employee Maintenance à Work Areas & Qualifications.

You see the Work Areas & Qualifications page.

2. Enter and review the employee information.

Element	Description	Use
Default Settings Group	You assign an agent to a Default Settings Group on the Profile page accessed by entering Workforce Management à Employee Maintenance à Profile. IC WFM displays the Default Settings Group you selected on the Profile page here.	Displayed for reference.
Team	The Team is obtained through the CRM Business Partner and displayed here. IC WFM uses the Team to define sets of Agents for Schedule Events and schedule displays.	Displayed for reference.
Member Type	When obtained through the CRM Business Partner, displays the member type.	Displayed for reference.
Pay Type	The pay type defines how the employees within the default settings group are to be paid and is either Salaried or Hourly. A pay type is associated with a default settings group during configuration.	Displayed for reference.
Pay Class	The pay class is used for schedule planned cost estimates and defines how the employees within a default settings group are to be paid for such things as overtime pay, holiday pay and premiums for working Sundays. A pay class is associated with a default settings group during configuration.	Displayed for reference.
Break Rule	The break rule set enforces correct break assignments used when calculating breaks for the employee. You can change this permanent assignment within the agent’s temporary data for the number of weeks specified on the Individual Schedule: Work Areas & Qualifications by entering Workforce Management à Schedules à Individual Schedule à Work Areas & Qualifications.	Select the break rule from the drop-down list.
Pay Rate	The amount to be paid to the Employee. IC WFM uses the Pay Rate in order to calculate the best schedule solution for the least cost. If the pay type is: · Hourly, enter hourly rate · Salaried, enter weekly salary amount IC WFM does not receive pay rate information from or pass pay rate information to HR.	Enter pay rate amount.

3. Enter a work area assignment for the employee.

a. Click Add Assignment.

b. IC WFM provides the rank.

The work area with the rank of 1 is the employee’s primary work area. Only one assignment can have a rank of 1. The rank is used within work area reluctance profiles to define the importance of scheduling an employee into a specific work area when the employee can be scheduled for more than one work area.

c. Select a work area from the drop down list.

The work area assigned to the employee from the list of all work areas available within IC WFM for your location. Select a work area from the drop down list. You can assign an employee into as many work areas as they are qualified.

d. Key in a proficiency rating.

The proficiency rating is entered as a number between 1 and 20 indicating the employee’s skill or proficiency within the assigned work area. IC WFM uses the proficiency rating to ensure a desired combination of employees are scheduled at any given time to provide consistent service levels or levels of productivity. Within IC WFM, 20 is the highest proficiency and 1 is the lowest proficiency. Refer to your organization’s best practices for the appropriate values.

e. It is possible for IC WFM to schedule employees into more than one work area during the same shift. You indicate this using Multiple Segs Enabled. When Multiple Segs Enabled is set to:

§ Yes, IC WFM can schedule this work area for multiple shift segments within the same day. This means employees can scheduled to meet a portion of the staffing needs for this work area during their shift. For example, two agents could each work 2 hours within the work area to meet a four hour requirement. If Yes, enter:

· The least time that IC WFM can schedule an employee within a shift segment for a day. You enter the time in 15-minute increments as fractions where 2 ½ hours is entered as 2.5. The minimum value is 1 hour.

· The most time that IC WFM can schedule an employee within a shift segment for a day. You enter the time in 15-minute increments as fractions where 2 ½ hours is entered as 2.5.

§ No (the default) IC WFM can only schedule this work area for shift segments that are the same length as the shift. For example, a single agent would work 4 hours within the work area to meet the four hour requirement.

f. Select a work area reluctance profile from the drop down list.

A work area reluctance profile is your means for allocating weight (or priority) to individual agent work area assignments during scheduling when an agent has multiple work area assignments. The priorities can be based on an employee's stated preference, your preference or an organizationally defined business practice. Weighting is based on the work area rank as defined within the configured work area reluctance profile(s). Select a work area reluctance profile from the drop down list. The valid work area reluctance profiles for your location are defined during configuration. Refer to your organization’s best practices for the appropriate values.

The valid work area reluctance profiles for your location are defined during configuration by selecting the following path in the IMG for CRM: Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Work Area Reluctance Profiles.

g. Click Save.

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You have added the work area assignment for this agent.

4. IC WFM displays configured qualifications for the employee. Review the CRM qualifications for the selected employee.

Result

You have entered a work area for the employee.